"When I arrived I was told that the appointment had been cancelled "

About: Cornwall and Isles of Scilly PCT Devon Access and Referral Team (DART)

(as the patient),

My Doctor recently referred my for a gastroenterology outpatient appointment, I received a letter with a number to call the choose and book service, DART.

I was told the most appropriate place for me was Launceston hospital and the next available appointment would be in December. I had to take the whole day of work and struggled through some very poor weather to attend this appointment.

When I arrived I was told that the appointment had been cancelled and they has tried to phone everyone, but I had not received a call or subsquently any letter.

The next available appointment was in a months time, I did call DART to see if I could get one sooner and was told they would definitely call me back by a certain date, which has now passed with no call.

Having to take the whole day off work is really inconvenient and I feel it would not of proven too difficult to call me and let me know about the cancellation.

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Responses

Response from Susan Pearce, Project Support Manager, DART (Devon Access & Referral Team), NHS Devon

Dear 'Handy960',

Thank you for taking the time to let us know about your experience.

Apologies for the delay, we are looking into this for you and will respond as soon as possible.

Kind regards,

Susan

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Response from Susan Pearce, Project Support Manager, DART (Devon Access & Referral Team), NHS Devon

Dear ‘Handy960’,

Thank you again for contacting us regarding your experience, we do appreciate patients taking the time to feed back to us and we try to use all information received to improve our service.

I’m very sorry that the person you spoke to at DART did not contact you as agreed; there is no excuse for this. We will remind the teams of the importance of contacting patients as and when agreed. If you have any remaining queries about your referral, please feel free to contact our patient helpline on 01626 883888.

I’m also sorry that you had a wasted journey on the day of your appointment and that you received no communication about the cancelled appointment. If you would like a more detailed response about the cancellation, I would need to take some details, such as your name, and pass them on to Launceston hospital who will investigate. If you would like me to do this, please call me on 01626 883888.

Kind regards,

Susan

Project Support Manager, DART

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